Customer care

Happy to help

Together with our retail partners, we aim to provide you with the best possible service. You’re welcome to get in touch with our team in The Hague, Holland or Brooklyn, USA. If you prefer to browse instead, we’ve listed the answers to some of the frequently asked questions below.

Your Order

Orders & Payments

Shipping & Delivery

Returns & Exchanges

Orders & Payments

It is not possible to adjust your order after it has been placed. If you want to cancel your order, please contact us.

Orders can be paid up front with iDeal or by creditcard. You can also pay by wire transfer within 14 days of receiving the order and invoice.

Shipping & Delivery

After your order has been shipped, we send you an e-mail containing detailed tracking information.

Orders placed on working days before 16:00 will be shipped the same day. DPD aims to deliver your package the following working day. You’re informed by e-mail about the schedule of the delivery. The package must be signed for.

DPD informs you by e-mail about the schedule of the delivery. In the event of an inconvenient delivery, you can reschedule or have the package delivered to your neighbours or a collection point.

All products are picked, packed and shipped from our on-site warehouse in The Hague.

Shipping is free of charge for orders over €24. For orders under €24 there’s a €2,50 shipping fee.

Returns & Exchanges

To return your purchase, please use our return form and send us the unused products, in their original gift box, within 60 days of the purchase date. The return form includes a prepaid return label so you can ship the package free of charge. If your order was paid up front, we will issue a credit note and refund your purchase within 14 days of receiving the products.

Exchanging a wallet for a different colour or wallet type is not possible. However, within 60 days of purchase, you can return your wallet and we will issue a refund. You can then order a different wallet in our webshop.

Our Products

Usage

Safety

Product care

Troubleshooting & warranty

Counterfeits

Usage

The aluminium Cardprotector can hold 4 to 6 cards, depending on their thickness. The higher the number of cards with embossed details, the fewer cards the Cardprotector can hold in total. Its mechanism also works with just one card, so it isn’t necessary to fill the Cardprotector completely.

The Cardprotector is the most minimalist wallet in our collection. An additional Moneyband or Slide can be added to the Cardprotector to extend your everyday set-up – ideal for a few extra cards or business cards. The Cardprotector is integrated into all our leather wallets. These wallets provide enough space for 4 to 6 cards in the Cardprotector and room for cash, receipts, business cards and less frequently used cards in their leather exterior. The leather part of our Miniwallet and Twinwallet provides space for at least 4 extra cards. The Slimwallet has a wider cut, providing space for at least 6 extra cards. From the Cardprotector to the Twinwallet, there is a wide range of compact solutions to suit almost everyone.

The Cardprotector is made for standard credit-card size plastic cards. The Cardprotector is not suitable for paper cards such as business cards, because they can jam the mechanism. However, the Moneyband, Cardslide, Miniwallet, Slimwallet and Twinwallet do provide space for paper cards, cash and receipts.

In spite of their compact size, our wallets can hold a surprisingly large number of notes. We’re often asked how banknotes should be placed in the Moneyflap of our leather wallets. There is no single answer to this. Every wallet becomes personal once it’s being used, and that also applies to putting away banknotes.

There are two methods we recommend. The first is to slide notes down horizontally, so there is no need to fold the money. Another way is to open out the Moneyflap and place the notes vertically. By folding back the Moneyflap, the cash is held securely in the wallet and takes up very little space.

Safety

This is a practice, also known as digital pickpocketing, where your cards are read, activated or copied from a distance. Criminals can commit this identity theft with the use of RFID readers, without ever touching your wallet. The frequencies of the RFID / NFC tag can’t penetrate aluminium, making the Cardprotector like a firewall against this unauthorised reading and copying of data.

Radio-Frequency IDentification (RFID) and Near Field Communication (NFC) are wireless communication methods. A chip and an antenna provide the ability to be activated and read remotely. It’s convenient – there is no need to take your card out of your wallet to pay or check in. It makes payment easier and faster, but does involve a risk, because criminals could activate unprotected cards remotely and steal your money or personal data unnoticed. The Cardprotector is the heart of our wallets and protects against these risks because the radio waves cannot penetrate the aluminium case. This has been tested by TNO/TÜV, an independent European organisation that validates the safety of products.

RFID has been in use for decades and is a forerunner of NFC. Unlike an NFC card, an RFID card does not usually have a memory, so it functions as a wireless barcode that only transmits its own serial number. NFC is a smarter technology and can store small amounts of data. One example is a public transport card, which stores when and where it has been used so that the conductor can access this data without any internet connection.

Both RFID and NFC have two types: active and passive. The major difference between these two is the energy supply. Active types of RFID and NFC are supplied with power and can communicate wirelessly on their own. The passive type does not have a power supply and communicates only when activated by an external reader. This is why modern cards are not equipped with a battery. From the outside, it’s often not possible to recognise which type of communication is in use. The distinction can be made, however, by looking at the application. Some examples can be found below:

Passive (no power supply)

Active (own power supply)

RFID (serial number)

Access cards

Tracking chips

NFC (data)

Bank cards, travel cards

Smartphones

Many travel cards, business access cards and the latest credit and debit cards have an RFID or NFC tag. These cards can be recognised by one of the following logos:

RFID readers can be used to scan a card from a metre away. When RFID / NFC cards are completely inside the Cardprotector, this wireless communication is blocked and the cards are fully protected. In use, when the cards are slid out a few centimetres, the wireless signal is weak, but sufficient for communication over a short distance. This way your privacy remains secured in the best possible way.

Secrid wallets provide the same amount of protection as traditional wallets. Currently there are no standards for measurement of magnetic field protection, so the degree of protection cannot be expressed as a number or percentage. The best protection from magnets remains distance.

Magnets can damage magnetic stripe cards. The magnet’s strength and time of exposure influence how much damage can be caused. Long exposure to the weak magnetic closure on a bag is more likely to damage the card than brief exposure to a strong magnet.

The type of magnetic stripe card also influences the amount of damage a magnet can do. There are HiCo (High Coercivity) and LoCo (Low Coercivity) cards that are characterised by the properties of the magnetic stripe. LoCo cards can be written with a lower magnetic field, and as a result, strong magnetic fields can change and/or erase its data. It’s a similar process to overwriting cassette tapes back in the day. Examples of modern applications of LoCo cards are parking, hotel or gift cards. HiCo cards, for instance older payment cards, are more resistant to external forces but remain sensitive to magnets.

In practice, the magnetic stripe on cards is hardly being used anymore. We’ve gone from swiping to inserting the card and contactless payment. Over the years, cards have been improved by the addition of a chip and an antenna, making their usage smarter and more effortless. As new global standards aren’t made in a day, most modern payment cards contain both a magnetic stripe and a chip. As regular magnets only affect the magnetic stripe, modern cards can’t be damaged significantly by the proximity of a magnetic field.

Can be damaged by magnets

Can be activated by hackers

Secrid wallets provide extra protection

Magnetic stripe

Yes

No

—

Chip

No

No

—

RFID / NFC antenna

No

Yes

Yes

Product care

The Cardprotector is made of anodised aluminium, plastic and stainless steel and is impervious to water. You can clean the Cardprotector with a soft cloth and soap and rinse it with warm water. However the salt in seawater can affect the metals, so we recommend rinsing the Cardprotector with fresh water after contact with salt water. Make sure the mechanism is dry before using your wallet again.

In general, Secrid wallets need very little maintenance, and this also depends on the type of leather. Please visit our leather page for more information.

Troubleshooting & warranty

Although our products are carefully checked before being packed and shipped from our warehouse in The Hague, small product flaws may still occur. Fortunately, you can fix most of them yourself. If that’s not the case, we’re always delighted to find a suitable solution together.

If the lever gets stuck when you pull it to eject your cards, try changing the order of your cards and straightening bent cards. Alternatively, you can remove any dirt by shaking, blowing or rinsing the Cardprotector with warm water.

When the lever feels unusually loose, you may have triggered the Salamander mechanism. In this case, gently push the lever back to its neutral position until you hear a click.

The Cardprotector is designed to hold a maximum of 6 plastic cards the size of a standard creditcard. Storing more cards or cards that are broader than a standard creditcard may make them get stuck. To solve this possible complication, we completely redesigned the Cardprotector’s mechanism in 2016. This new lever – the Salamander – splits in half when extra force is applied, resulting in a higher internal force to push the cards out.

If you have a newer Secrid wallet, use extra force on the Secrid lever until a loud click is heard and a few cards are pushed out. Remove these from the Cardprotector and press the Salamander lever back into position until another click is heard. Now you can remove all the cards, leaving the Cardprotector’s mechanism intact. Before you fill the Cardprotector again, check that none of the cards are a different size and that you have not exceeded the maximum number of cards.

If your cards are stuck and your wallet doesn't have the new Salamander lever, please send an e-mail to warranty@secrid.com or contact a local Secrid retailer.

The Salamander lever is named for its ability to split the arm that pushes the cards out. Just like a real salamander, the arm ’grows back’ once it has been pushed back into place. You can recognise the Salamander lever on the base of the Cardprotector – it has two small plastic arms to the right of the lever. You can also recognise it by the seam in the middle of it. If the lever you’re holding doesn’t have a seam, your wallet isn’t equipped with the new mechanism and we advise you not to use extra force.

The Cardprotector is designed to hold plastic cards the size of a standard creditcard. Narrower cards can come loose and fall out of the Cardprotector. Broader cards can damage the mechanism or cause other cards to come loose and fall out. You can first try changing the cards, bending them slightly and turning bent cards around. Another option is to slightly roughen up the felt inside the Cardprotector with the edge of a key. To do this, remove your cards and gently move the sharp side of a key up and down over the felt on the inside of the Cardprotector. If this doesn't work please send an e-mail to warranty@secrid.com or contact a local Secrid retailer.

If your wallet has a production error, you can return it for a free repair within two years after purchase, or three years if you've registered your wallet. You can take your wallet, together with a proof of purchase, to your Secrid retailer or send it to us by using our return form. The return form includes a prepaid return label so you can ship the package free of charge. If you have any questions regarding our warranty policy, please send an e-mail to warranty@secrid.com.

All Secrid products come with a standard two-year warranty. We offer a third year of warranty when you register your product. If you have further questions regarding our warranty, please send an e-mail to warranty@secrid.com.

Every Secrid product has been given a unique serial number since 2015, engraved on the inside of the Cardprotector. Visit our product registration page and enter this unique code to register your product for an additional year of warranty and a certificate of authenticity.

Counterfeits

Our designs have inspired many companies since we launched the Secrid Cardprotector in 2009. Despite our patents, copycats keep emerging. While we do our best to stop them, it remains a time-consuming and difficult task. We realise it’s not always easy to make sure you’re in possession of an original Secrid product. To validate the authenticity of your purchase, you can register your product online using the unique serial number inside the Cardprotector. Besides a certificate of authenticity, you’ll also receive a third year of warranty after registration.

We also maintain a careful retailer policy and encourage people to purchase our products in physical stores. Besides giving the opportunity to experience our products, our aim is to support the independent retailers. That is why we don’t offer our products on platforms such as Amazon, eBay and Bol.com. As we can’t guarantee that products on such platforms are original Secrid products, we strongly advise against ordering from one of these online suppliers. To ensure you purchase an original Secrid product, please visit our store locator to find a Secrid retailer near you.

If you have any further questions, tips or feedback regarding Secrid copycats, please contact us at brandprotection@secrid.com.

The Company

Responsible Business

Business opportunities

Responsible Business

Our wallets are made entirely in the Netherlands. Together with our 50 suppliers, we can ensure high-quality products, good working conditions and care for the environment. Our products are assembled on a daily basis with high precision and enthusiasm in social enterprises in Delft, Leiden and Haarlem. You can read more about our production process here.

Business opportunities

There are plenty of options for doing business with us. To allow us to provide you with a considered response, please send an e-mail to info@secrid.com stating your proposal clearly and concisely.

Secrid is currently being sold in over 5,000 carefully selected shops worldwide, typically in fashion boutiques, leather goods stores and gift shops. If you would like to become a Secrid retailer, please send an e-mail with your store name, address, website, three other brands you carry and some photos of your store to info@secrid.com.